I had a bouquet sent to a friend while I was out of the country, only to find out on my return that the flowers had arrived broken and damaged from a very careless delivery driver and my friend had the inconvenience of calling Lillian rose and complaining about the poor service. They were apparently very apologetic and sent a bunch of flowers out as means of an apology. So the final outcome was positive as she did receive the second delivery undamaged. I wasn't very impressed overall as the flowers had been sent as my friend was having a particularly stressful time and needed cheering up, so to then have to start sorting out complaints and replacements defeated the object of the gesture! I was pleased with the way Lillian rose dealt with the situation but in future I shall be using a more local florist.